Client Support Senior Analyst

DTCC; Coppell (TX); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Health and life insurance

Pension / Retirement benefits

Paid Time Off and family care

Hybrid onsite 3 days / remote 2 days

Job summary

DTCC in the United States is seeking a Client Support professional to analyze and resolve client queries via phone, email, and web portal, delivering first-call resolution and a superior client experience.

You will collaborate with Product, Technology, and Onboarding teams in a hybrid work model, participate in incident management, and help maintain knowledge articles while focusing on customer outcomes.

Qualifications

• Minimum of 2 years of related experience.
• Bachelor's degree preferred or equivalent experience.

Responsibilities

• Handle incoming client calls and queries via portal and email, provide client resolution or setting follow-up expectations.
• Analyze, track, and communicate updates and resolution to clients in a timely manner.
• Prioritize and follow escalation procedure on critical service disruption issues; maintain accurate case info.
• Coordinate with internal teams: product management, relationship management, technology, and operations.
• Distribute client notifications about system downtimes or disruptions with approvals.
• Identify process improvements and training needs; contribute to knowledge base.
• Participate in Major Incident Management representing Client Service; provide resolutions.
• Lead project implementation and support internal testing for new releases affecting clients.

Skills

Communication skills

Interpersonal skills

Customer service

Decision making

Global collaboration

Education

Bachelor's degree or equivalent experience

Job description

JOB DESCRIPTION

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

Enterprise Services comprises of multiple business platforms including Client Services, Global Business Operations, Business Architecture, Data Strategy and Analytics, and Digital Services, which report into the Chief of Enterprise Services. These grouped platforms enable the business to optimize delivery for clients, generate efficiencies and resilience, and enable consistency in the business digitization strategy, processes and end-to-end best practices.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact you will have in this role:

Being a member of the Client Support team, you will analyze incoming client queries via phone, email, and web portal, providing functional expertise and guidance to clients. You will serve as a first level of escalation and collaborate with teams across Product, Technology, Project and Release Management, Risk Management, Legal and Compliance, Onboarding, and User Acceptance Testing to drive timely resolution of client needs. You will build strong relationships with internal and external partners, troubleshoot client issues, and focus on delivering First Call Resolution and an excellent client experience.

What You'll Do

• Handling incoming client calls and client queries via web portal and emails, provide client resolution or identifying and setting client expectation for follow-up during the initial client calls.
• Accountable for analyzing, tracking, and communicating updates and resolution to clients in a timely manner and within the query management expectations.
• Prioritize and follow escalation procedure on critical service disruption issue and maintain accurate case management information and categorization.
• Pro-actively monitor and provide timely response to clients by coordinate and collaborating with various internal teams: product management, relationship management, technology, application development and Business management teams.
• Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.
• Participate proactively in team meetings, identify, and suggest process improvements that increase organizational efficiency and maximizes client experience. Identify training needs and facilitate training delivery.
• Maintain an unrelenting focus on meeting the needs/requests of our clients, including responding to client inquiries timely and accurately (in line with departmental benchmarks/metrics), and in resolving, and/or escalating problems promptly
• Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles.
• Participant actively in Major Incident Management representing Client Service team, identify client impact issue and provide resolution/ recommendations
• Lead project implementation and support internal functional testing for new releases impacting clients
• Adhered Client Support procedure and identify process and procedural gaps and update where necessary.
• Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately

Qualifications:

• Minimum of 2 years of related experience
• Bachelor's degree preferred or equivalent experience

Talents Needed for Success:

• Superior communication, interpersonal, and listening skills. Excellent communication (verbal and written) in English.
• Strong interpersonal and listening skills, ability to work in global setting.
• Experienced in Customer Service Skills and relationship management
• Excellent decision-making skills, especially in a high-volume environment requiring tactical and long-term solution.

The salary range is indicative for roles at the same level within DTCC across all US locations.

Actual salary is determined based on the role, location, individual experience, skills, and other considerations.

We are an equal opportunity employer and value diversity at our company.

We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Please contact us to request accommodation.

ABOUT THE TEAM

Enterprise Services comprises of multiple business platforms including Client Services, Global Business Operations, Business Architecture, Data Strategy and Analytics, and Digital Services, which report into the Chief of Enterprise Services.

These grouped platforms enable the business to optimize delivery for clients, generate efficiencies and resilience, and enable consistency in the business digitization strategy, processes and end-to-end best practices.